Call Centre Team Lead Do you want to be part of a dynamic, growing, and fun team? Are you ready to start your career with an organization that recognizes the value of its people? The Call Centre is one of the first points of contact for many clients, donors, and external third parties. As SureHire’s Call Centre Team Lead you will be managing a group of fun, dynamic, and energetic individuals, ensuring this department is consistently providing excellent customer service. Responsibilities SureHire prides itself on our commitment to fostering great relationships and developing the potential of all employees. In this role, you have the unique opportunity to build a cohesive and effective team. You will conduct and participate in weekly and annual meetings with employees to give coaching and guidance to empower them to provide great customer service. As a Team Lead, you are responsible for managing various aspects of daily employee relations including scheduling shifts, and participating in the selection and training of new employees. Employee Management Scheduling § Approve employee timesheets & requests for leave § Coordinate with facilities to ensure availability and proper coverage § Coordiante with Booking Agents to ensure proper coverage at all times Employee Development § Selection – participate in interviews and select candidates with assistance from HR § Training – set up training for new employees at testing facilities and oversee training at Cell Centre; review and update training materials and other procedures with the department § Performance Management – conduct probationary and annual reviews, answer daily questions and provide assistance for all team members, plan quarterly team bonding events, conduct bi-‐weekly meetings with Booking Agents to review statistics, discuss current issues and set monthly goals Client Service § Collaborate with other SureHire employees and Team Leads to investigate and accommodate special client circumstances/requests § Organize and delegate projects given by other departments § Attend and participate in presentations & meetings when requested § Participate in weekly Team Lead meetings § Write weekly newsletter submission Statistics § Call Cente totals § Total number of calls; Total number of dropped/unanswered calls; Compare to last year’s numbers and graph; Individual Booking Agents -‐ Number of calls per day ,On hold time; Approximate number of booking errors; Equal distribution of calls Phone Systems § Order and set up new phone systems, contact phone service provide for support when required, troubleshoot and set up employees, add greeting, update voicemail and assist with vacation voicemail when needed, update extensions list Qualifications § Demonstrated excellence in customer service § Ability to maintain effective relationships with companies and collection sites § Ability to coach, mentor, and manage others § Exceptional time management and organizational skills with the ability to prioritize a heavy workload in a high energy environment § Proven strength with interpersonal and communication skills § Exceptional attention to detail § Proficiency with multiple schedules and data entry § Proficient with Microsoft Office Suite The successful applicant will be willing and able to quickly adapt to SureHire’s proprietary software. This position requires and individual who takes pride in ensuring accuracy and correctness in their work. Education High School Diploma is required. Furthermore, certification or diploma in Office Administration in a related field is considered a strong asset. Experience § A minimum of 2 to 3 years in a call centre, administrative, or customer service role is required. § A minimum of 1 year experience supervising a team required. SureHire Occupational Testing is looking for motivated individuals who are ready and willing to add to the SureHIre experience. If you are looking for a real work change in a dynamic and challenging environment, we would love to hear from you! Please email your resume and applicable accreditations to [email protected]. The subject of your email should reflect the position you are applying for. EXPERTS IN OCCUPATIONAL TESTING 2 | P a g e